Maximum Service Protection (MSP) Claims Overview Module 3 v.1 – May 2019

Agenda Introduction to MSP Claims Process Sample Collateral Resources Contact Information Questions?

Introduction to MSP MSP covers a new or pre-owned vehicle in the event of mechanical breakdown   The program is marketed by MDA Services Ltd. and administered and underwritten by American Bankers Insurance Company of Florida Two plan options available: Powertrain Plan: Coverage for three essential mechanical parts Maximum Plan: Bumper to Bumper coverage Note: Although the Maximum Plan is marketed as “Bumper to Bumper” it’s important to understand the items that are excluded under the policy. Please refer to either the MSP Policy Booklet or section 1.5 in the MSP Operations Manual for detailed exclusions for both the Maximum and Powertrain Plans Road side assistance benefits included with the Maximum Plan and most Powertrain Plans If selected & paid for at time of enrollment, the Disappearing Deductible option waives the standard $100 deductible when the repair is performed at the selling dealership Please refer to the MSP Operations Manual pages 3 through 6 to review the plans/coverages in more detail.   Exclusions outlined: Pages 10-11

Step 1: Is Coverage in Force? Claims Process Step 1: Is Coverage in Force? Step 2: Cost of Claim Determine if vehicle is still covered prior to calling into the MSP claims department Service Department to check the following: Elapsed kilometrage within the limits of coverage Expiration date of the MSP policy Factory warranty still in effect Service Manager to then determine a reasonable amount for claim cost Important notes regarding claims goodwill period: If the dealership has a goodwill period, please see notes below: Costs for claims within the dealer’s goodwill period will be absorbed by dealer and not sent to the administrator The goodwill period varies by dealership and can be anywhere from 30 to 120 days Contact the administrator or MDA District Manager to enquire about your particular goodwill period Refer to the MSP Operations Manual for further details:   Pages 31-32

Claims Process Step 3: Obtain Authorization Step 4: Claim Reimbursement Contact MSP claims department to obtain authorization Give the adjuster the following information: Last 8 digits of VIN or policy number Advise the adjuster that the MSP policy is still in force and not cancelled The estimate cost of repair The adjuster will assign an authorization number to the repair order Once repairs are complete: The customer is required to pay the deductible (unless the customer purchased the disappearing deductible option and the repair was performed at the original selling dealer location) Forward the repair order (and rental agreement, if applicable) to MSP claims department Claim payment will be made via credit card within 15 working days of receiving required documentation Refer to the MSP Operations Manual for further details:   Pages 31-32 Important Notes: If the Service Manager identifies any additional repairs, authorization from the MSP claims department is needed prior to making the repairs The customer may be entitled to rental car reimbursement - please refer to the terms of the MSP policy prior to discussing with the customer

Claims Process Claims for Out of Town Repairs   Claims for Out of Town Repairs In the event the customer experiences mechanical breakdown and is unable to return to their designated dealer for repairs the customer must call the MSP claims & customer service department for instructions Assurant is affiliated with many dealers across Canada and the United States and may be able to refer the customer to one of those designated dealers If the customer contacts the original selling dealership prior to calling MSP claims & customer service, advise the customer the first step is for them to contact MSP claims & customer service to obtain authorization and additional instructions Claims for Customer Assistance Plan No prior authorization is needed for these types of claims, except for car rental claims – Customer must call MSP claims department prior to renting a vehicle Customer is to submit their claim directly to the administrator either by mail or email Reimbursement will be sent directly to the customer Refer to the MSP Operations Manual for further details:   Pages 31-32

Sample Collateral Sample MSP Policy Booklet Sample MSP Declaration Page Please refer to the Appendix section (pages 38-46) of MSP Operations Manual for more samples of MSP collateral.

Resources MSP Operations Manual A comprehensive document providing detailed coverage information for the MSP product as well as the associated administrative processes MDA Services Ltd. Website www.mdaservicesltd.com - Key documents including: Services Manager’s Guide to Filling a Claim MDA District Manager Your assigned MDA District Manager is available to answer your questions and provide access to the MDA website

Email Address/Fax Number Contact Information MDA Services Ltd: 1-800-661-6926 M-F 8:00am – 4:30pm MT American Bankers Insurance Company of Florida: Related Inquiry Who to Contact Phone Number Email Address/Fax Number Initiate a request for claim (dealership initiated) MSP claims 1-888-266-4010 (Option 2, then option 1) N/A Claim payment inquires MSP customer service & claim payments (Option 3, then option 2) Customer Assistance Plan claims (customer initiated) Receipts & claims are mailed to: American Bankers Insurance Company of Florida PO Box 7100 Kingston ON, K7L 5V4 Out of town repairs/claims If no prior authorization is obtained, supporting documents are emailed to: npa.claims@Assurant.com Refer to page 37 of the MSP Operations Manual for further details regarding contact information Email: msp.claims@assurant.com (not to be used to initiate a new claim – must call to obtain authorization first)

Questions?